Data Analysis & Reporting Flashcards

Out of 400 survey responses, 320 customers chose 4 or 5 on a 5-point satisfaction scale. Using the common top-two-box method, what is CSAT?

Answer: 80%

Top-two-box CSAT = satisfied responses / total responses, so 320 / 400 = 80%.

Which practice best protects customer privacy when sharing service data for analysis?

Answer: Anonymizing or masking personally identifiable information

Masking or anonymizing PII lowers privacy risk and still allows meaningful analysis.

Ticket volume spikes every Monday morning. What is the most useful action based on this pattern?

Answer: Adjust staffing forecasts to add coverage on Monday mornings

A recurring volume pattern should feed into forecasting and scheduling so staffing matches demand.

What is root cause analysis mainly used for in client service reporting?

Answer: Finding the underlying reason a recurring problem happens

Root cause analysis looks past symptoms to the underlying cause so recurring issues can be prevented.

A satisfaction survey got only a 3% response rate. What is the main concern when reporting its results?

Answer: The results may not represent the full customer base

Low response rates raise non-response bias risk, because respondents may differ from typical customers.

When should an analyst use a stacked bar chart instead of a simple bar chart?

Answer: To show the parts that make up each category's total

Stacked bars show both each category's total and how its subcomponents divide that total.

A report shows the escalation rate fell from 12% to 6%, but the number of escalations stayed the same. What most likely happened?

Answer: Total contact volume roughly doubled

If the count holds steady while the rate halves, the denominator (total contacts) must have roughly doubled.